Manager, Customer Success
Conexiom
Sales & Business Development, Customer Service
Kitchener, ON, Canada
Posted on Dec 30, 2025
Description
About Conexiom:
Conexiom leads the way to a better, faster and more cost-effective order management process. We’re empowering manufacturers and distributors to ship more orders that are accurate, on time, in full, and profitable. Our self-learning AI and automation platform transforms unstructured sales orders into digital, touchless transactions. Leaders like Honeywell, Graybar, and Exxon rely on Conexiom to fuel profitable growth and stronger customer relationships.
Conexiom leads the way to a better, faster and more cost-effective order management process. We’re empowering manufacturers and distributors to ship more orders that are accurate, on time, in full, and profitable. Our self-learning AI and automation platform transforms unstructured sales orders into digital, touchless transactions. Leaders like Honeywell, Graybar, and Exxon rely on Conexiom to fuel profitable growth and stronger customer relationships.
Conexiom embraces diversity and equal opportunity. We are committed to building a team that reflects a variety of backgrounds, perspectives, and skills, mirroring the customers and communities we serve. We welcome applications from a broad, diverse talent pool.
About the Role
We are seeking a Manager, Customer Success to lead and develop a team of Customer Success Managers (CSMs) responsible for driving customer outcomes, retention, and growth.
This role is ideal for a hands-on people leader who thrives in a scaling SaaS environment, understands the complexity of technology and change management, and can partner cross-functionally to deliver measurable customer outcomes. You will be accountable for team performance, customer retention, and adoption, while helping evolve and scale our Customer Success motion during a period of platform and product transformation.
Key Responsibilities
Leadership and Team Development
- Lead, coach, and develop a team of Customer Success Managers to deliver consistent, high-quality customer outcomes
- Drive strong execution of Customer Success best practices across:
- Onboarding
- Adoption
- Renewal and expansion readiness
- Conduct regular 1:1s, performance reviews, and career development planning
- Support hiring, onboarding, and ramping of new CSMs as the team scales
Customer Outcomes & Retention
- Own team-level retention and churn mitigation across the portfolio
- Participate in customer meetings alongside CSMs to support executive alignment, value realization, and commercial outcomes
- Partner with CSMs on complex renewals and strategic customer conversations, supporting value articulation and executive alignment
- Identify expansion signals and opportunities through customer outcomes and adoption patterns, and partner with Sales to support the commercial motion
- Proactively identify at-risk accounts and lead coordinated recovery efforts focused on long-term value and renewal confidence
- Partner with CSMs on complex renewals and strategic customer conversations
Customer Change & Product Evolution
- Enable and support Customer Success Managers in guiding customers through periods of product and platform evolution, ensuring continuity of value and clear communication
- Provide oversight to ensure product changes are effectively translated into customer-facing outcomes and business impact by the team
- Partner with Product and Engineering to gather customer feedback, identify adoption challenges, and monitor themes surfaced by CSMs
- Ensure CSMs are equipped with the knowledge, messaging, and enablement needed to confidently support customers through change
Cross-Functional Collaboration
- Partner closely with:
- Sales (handoffs, expansions, renewals)
- Product & Engineering (roadmap input, feedback loops)
- Support & Professional Services (issue resolution, implementation alignment)
- Marketing (advocacy, references, customer stories)
- Act as the voice of the customer internally during a period of rapid change
- Represent Customer Success in key customer meetings, executive conversations, and industry or trade events as needed to support retention, growth, and advocacy
Operational Excellence and Reporting
- Drive operational rigor across the team using:
- Health scoring
- Success plans
- Customer lifecycle frameworks
- Analyze trends across accounts to identify risks and opportunities
- Provide regular reporting and insights to leadership on:
- Customer health
- Adoption
- Retention and expansion forecasts
Qualifications
Required:
- 5+ years of experience in Customer Success, Account Management, or related post-sales roles
- 2+ years of people management experience leading customer-facing teams
- Experience in a B2B SaaS environment
- Proven ability to manage customer relationships through change or transformation
- Strong communication skills with the ability to engage both internal stakeholders and customer executives
- Data-driven mindset with experience using CS metrics and reporting
Preferred:
- Experience supporting customers through:
- Platform migrations
- Product re-architecture
- AI or automation adoption
- Familiarity with CS platforms (e.g., Gainsight, Totango, Catalyst)
- Experience partnering with Product and Engineering teams
- Background in scaling CS processes in a growing SaaS organization
Why Conexiom?
Impactful Work: Play a pivotal role in transforming how businesses operate on a global scale
Growth Opportunity: Be part of an ambitious company on a rapid growth trajectory, offering numerous opportunities for personal and professional development
Remote Flexibility: Enjoy the flexibility of a fully remote position, allowing you to work from almost anywhere
Inclusive Culture: Join a diverse team of innovative thinkers and doers, committed to fostering an inclusive environment where everyone can thrive.
Impactful Work: Play a pivotal role in transforming how businesses operate on a global scale
Growth Opportunity: Be part of an ambitious company on a rapid growth trajectory, offering numerous opportunities for personal and professional development
Remote Flexibility: Enjoy the flexibility of a fully remote position, allowing you to work from almost anywhere
Inclusive Culture: Join a diverse team of innovative thinkers and doers, committed to fostering an inclusive environment where everyone can thrive.
Conexiom is proud to offer equal employment opportunities. If you have a disability or need that requires accommodation at any time during the recruitment process, please let us know
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